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March 2024 by Life Is A Real Mystery
This is the worst spa I've ever done business with.I've tried calling to cancel my membership, the front desk people never answer the phone, so i have to leave a voicemail and then they'd call me hours later. When they finally did call back, the front desk lady told me that another Manager named Jennifer would call Me about canceling my membership. She didn't call me and it's been a week already.They continue to charge my card, I have been very clear about canceling my membership with this terrible business and they won't do it! I am literally at a wits end with these people and will NEVER recommend anyone continue going here!
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March 2024 by S C
AVOID THE MEMBERSHIP!!!Since this is a franchise and they all benefit from the corporate policies AND have lack of accountability b/c it is "a corporate policy" I'm sharing this on the page of where I signed up for this horrible membership. BTW, the perks are absolutely not worth it (except to the business who gets regular payments).If the owner of this franchise reads this please make sure Melanie, the Customer Service Manager, successfully kicks off the process so I do not need to deal with this H3LL any longer.NEVER sign up for a MEMBERSHIP, you will regret it. By law, memberships that automatically take money from your account should be "easy" to cancel. But of course that does not benefit H&S who would prefer you get caught in the frustration and give up.1st) you call to cancel but of course they are busy, you leave a message, then they call you back and tell you they can't cancel it, you MUST wait 2-3 business days....2nd) Then a Customer Service Manager to calls you because you have to DISCUSEE your cancelation, why??? (and of course all the way through they try to talk you out of it)3rd) then they tell you they will be taking MORE money out of your credit card because THEY want a 30 day notice - for what?!? most people don't even give their bosses more than 2 weeks notice.Then you have to use the service at a place you now HATE within 90 days or they keep (steal) your money,I have been going there for years --- I will NEVER go to another Hand and Stone again (after I use my last FORCED service, what wonderful self-care).
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January 2024 by Kakorat Saiyan
Pathetic services and was out of country asked several times to cancel membership or at least hold it but they were keep on charging my account. i am done with this shady business of there’s.
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January 2024 by Lindsay Staten
Great service, can usually get in if scheduled in advance.
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November 2023 by Fathema Matcheswala
I've been trying to cancel my membership for three months and called numerous times and even stopped by. They keep promising the customer care specialist will emai/call and I haven't heard back since. No response at all, and they continue charging my credit card. Everything is great until you try to cancel your membership, so please be aware before signing up. Shady business practice as another reviewer stated and had the same issue.For sure a shady business practice as another reviewer stated.
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November 2023 by Cari Gardener
They cancelled my massage 30 minutes before my scheduled time. Was not able to find a date to reschedule and the person I spoke with was definitely not accommodating.
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November 2023 by Becca Faehrmann
Was able to book a last minute massage appointment to help relax and get rid of some neck pain I’ve been have just days before my wedding! Everyone was super nice and Jason was great! Thanks so much for fixing my neck so I can enjoy my wedding without being in pain!!
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October 2023 by suresh s
Poor customer service waste of time and money
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October 2023 by Sarojani Neupane
Been a member for more than a year. Service is decent. But i have been trying to cancel my membership for few months now and they keep finding excuses to keep debiting my account. Front desk has inexperienced staffs and billing cannot be reached directly. That’a a shady business practice.
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August 2023 by Cat Paul
Horrible management at this location. Awful customer service. multiple cancelations in a row for massage with no options available. all were cancel day of or day before massages. they don't care. very poorly staffed. (not even one star, but required to submit)
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July 2023 by Jenn Bales
Anyone looking for a relaxing facial, with instant results, should go see Nevaeh at Hand & Stone Apex! She is the right amount of gentle with the face portion, and then gets a little firmer with the neck and shoulders! Her technique is just right! She also has a wonderful bedside manner! The rest of the crew at Hand & Stone is great as well! All very friendly and personable!
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July 2023 by Aquila thebee
We had the facials done and the service was amazing. I am giving three stars only because of poor interactions from the front desk person. She seemed very unprofessional and looked not at all interested with the customer service.
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May 2023 by tinto tom
Beware of this location!!! I went to redeem a gift card, tricked me to signup for the monthly subscription. Then it’s nearly impossible cancel the subscription. Billing department is not directly reachable. After leaving a voice message, finally someone called me and told some other department will contact within 72 hours. Never got any calls, when I contacted again, they are saying, they have not received any calls and have to pay another month charge. Also, billing department is so rude!
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May 2023 by Ann Seton
Front desk staff turnover is insane, which leads to a whole lot of inexperienced people doing billing. Worst, however, is that they failed to retain the very best massage therapist, Anthony! I have been getting massages for over 30 years, and wouldn't normally choose H&S as a preference, but Anthony truly understood my back issues, was professional at all times, and the only reason I came to this location.
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May 2023 by Tristan hall
I’m not the one to complain of so reviews but this has to stop! I just noticed the prior reviews regarding this same issues!Do not sign up for packages horrible experience! Husband got sick and I called in December to cancel. To date they have been debiting my account. Due to caring for my husband I hadn’t noticed they still been debiting me so I called the bank to dispute and cancel my credit card. To date after leaving a VM someone named Melondy informed my husband she just was hired in February and anything prior was not her issue. I do not recommend signing up for packages with this establishment the lack of communication is awful no one told me about paperwork not to mention she didn’t state paperwork was required for canceling when I called back in December nor today she stated it was canceled and my last payment was April. Yes April due to my other card I must have used to pay for a massage was debited since they couldn’t get payment from my credit card. Beware as for Melody mentioned they are franchised so calling corporate wouldn’t solve anything as for I would be directed back to her.
